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Hello,

I played at MonsterWin Casino and won €4,000 on April 1st, 2025. Since then, I have submitted all the required documents to verify my account.

I uploaded an official bank statement in PDF format that covers the requested period (07/03/2025 to 14/04/2025), showing full account details, IBAN, my full name, and both incoming and outgoing transactions. I also provided a selfie with my ID and the casino site open in the background, exactly as requested.

However, the casino keeps rejecting the documents without providing a clear explanation. Every time I upload what they ask for, they change the dates or request something new, which seems like an intentional delay.

Their live chat has misled me several times, telling me:

That no verification is needed for the first €500 — yet I can't even withdraw that.

That my account is already verified — yet I’m still being blocked.

That I won a bonus from the Crab Game — but it was never credited.

I believe these are stalling tactics to avoid paying out my legitimate winnings. I have acted in good faith, provided everything they asked for, and I refuse to give up the money I rightfully won.

Please note: The withdrawal was never officially accepted by the casino because they are preventing me from verifying the account. I am providing the date when I attempted to request the withdrawal (01/04/2025).

Please assist me in resolving this and ensuring I receive my payment.

Dear Alex-94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide clarification on the following points:

• Which documents is the casino currently requesting from you?
• Have you made sure that your bank statements contain all the necessary information to confirm that you are the rightful owner of the payment method used for your deposits?
• How many times have you attempted to submit the required documents, and what changes were made to your submissions?
• Could you please send me a screenshot of your bonus history?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronica,

Thank you very much for your response.

At the moment they asked for the incoming and outgoing transactions from 07.03-14.04 which I have sent them other times. The file they are asking for I sent you attached to my initial complaint is in pdf format. I also sent you in a pdf all the times they ask me for documents from the bank each time for other dates. I should note that I am the legal owner of the bank account because this account is also my payroll. I have verified again at zip casino with the same details without any problem. I am trying to verify from the day I won the money, that is from 01/04. Also in my live chat they lie that my account is verified when it was not just to leave them alone. Also at first they said that verification is not required for the first 500 euros and then they blocked me and I couldn't even make a withdrawal request. It was giving me a ban because my account hadn't been verified. I have all the screen shots I've collected and I'll send them to you again if you need them.

I have spoken to them many times, they lie to me that they are forwarding my request and the response for verification always comes after 5-6 days and when I send again what they are asking for, they refuse it and this has been happening for a month and a half.

Best regards,

O. Alexandra

Αγαπητή Βερόνικα,

Σας ευχαριστώ πολύ για την απάντησή σας.

Αυτή τη στιγμή ζήτησανε τις εισερχόμενες και εξερχόμενες συναλλαγές από τις 07.03-14.04 τις οποίες τις έχω στείλει κι άλλες φορές . Το αρχείο που ζητάνε σας το έστειλα επισυναπτόμενο στην αρχική μου καταγγελία είναι σε μορφή pdf . Επίσης σας έστειλα σε ένα pdf όλες τις φορές που μου ζητάνε έγγραφα από την τράπεζα κάθε φορά για άλλες ημερομηνίες. Να σημειώσω πως είμαι νόμιμος κάτοχος του τραπεζικού λογαριασμού διότι αυτός ο λογαριασμός ειναι και της μισθοδοσίας μου . Έχω ξανακάνει επαλήθευση στο zip casino με τα ίδια στοιχεία χωρίς κανένα πρόβλημα . Προσπαθώ να κάνω επαλήθευση από την ημέρα που κέρδισα τα χρήματα δηλαδή από τις 01/04 . Επίσης στο live chat μου παν ψέματα ότι είναι επαληθευμένος ο λογαριασμός μου ενώ δεν ήταν μόνο και μόνο για να τους αφήσω ήσυχους . Επίσης στην αρχή είπαν ότι δεν χρειάζεται επαλήθευση για τα πρώτα 500 ευρώ και μετά με μπλόκαραν και δεν μπόρεσα καν να κάνω αίτημα για ανάληψη . Έβγαζε απαγορευτικό επειδή δεν είχε επαληθευτεί ο λογαριασμός μου . Έχω όλα τα screen shot που έχω συγκεντρώσει και σας τα ξανά στέλνω αν τα χρειάζεστε .

έχω μιλήσει μαζί τους πάρα πολλές φορές μου λένε ψέματα ότι προωθούν το αίτημα μου και η απάντηση για την επαλήθευση ερχεται πάντα μετά από 5-6 μέρες και ενώ ξανά στέλνω ο,τι ακριβώς ζητάνε την αρνούνται και αυτό γίνεται εδώ και 1μιση μήνα .

Με εκτίμηση,

Ο. Αλεξάνδρα

Thank you very much, Alex-94, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alex-94,

My name is Romi, and I will be assisting you with your case.

I would like to request the presence of a representative from the casino in this conversation.

Dear MonsterWin Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Good evening Romi, let me inform you that on Friday, when the casino was waiting to review another document, it suddenly said that my account did not require verification. I was also only able to make a request for 500 euros. As you can see, I have been suffering for so long, the verification process supposedly lasted 46 days, and the casino suddenly does not require verification. I will withdraw the amount of 4000 euros after 8 weeks because I am only allowed to withdraw 500 each time, while I have already been waiting since April 1. I am asking for an answer as to what will happen and if I will be able to exceptionally get the entire amount BECAUSE I have suffered a lot all this time and unfairly. I will also have to "chase them" with each deposit to get the money. I have no more mental strength.

Καλησπέρα Ρόμι , να σε ενημερώσω πως το καζίνο την παρασκευή εκεί που ήταν σε αναμονή η εξέταση ενός ακόμα εγγράφου , ξαφνικά έβγαλε ότι δεν απαιτείται επαλήθευση ο λογαριασμός μου . Επίσης μπόρεσα να κάνω αίτημα μόνο για τα 500 ευρώ . Οπως καταλαβαίνετε τόσο καιρό ταλαιπωρούμαι , η διαδικασία επαλήθευσης διήρκησε 46 μερεσ υποτίθεται , και το καζίνο ξαφνικά δεν χρειάζεται επαλήθευση. Το ποσό των 4000 ευρώ θα το βγάλω μετά από 8 βδομαδες επειδή μου επιτρέπεται μόνο ανά 500 ενώ ήδη περιμένω από την 1η Απριλίου. Ζητάω μια απάντηση με το τι θα γίνει κι αν θα μπορώ κατά εξαίρεση να πάρω ολόκληρο το ποσό ΓΙΑΤΙ ταλαιπωρήθηκα πολύ όλο αυτό τον καιρό και αδικως . Επίσης θα χρειαστεί να «τους κυνηγάω» σε κάθε κατάθεση για να βάλουν τα χρήματα . Δεν έχω άλλη ψυχική δύναμη.

Hello Alex-94,

We are sorry for the bad experience you're having.

Kindly be advised that your account is successfully verified, and you can request withdraw with no problem now.

The requested withdrawal will be into your bank account in short period of time.

Withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Your current status (Level 1) allows you to withdraw up to 500 EUR every 24 hours, up to a maximum of 3 active withdrawal requests.

Thank you for understanding and have a great day.

Best Regards,

MonsterwinCasino Team

Hello, it was verified and they even deposited the first 1000. Waiting for the rest! Thank you very much. Without you, it would be nothing!

Γεια σας , επαληθεύτηκε και μάλιστα μου καταθέσανε τα πρώτα 1000 . Σε αναμονή τα υπόλοιπα ! Σας ευχαριστώ πάρα πολύ . Χωρίς εσάς δεν θα χα κάνει τίποτα !

Hello, all.

Thank you for your cooperation.

Dear Alex-94,

Could you tell us how it is going, please?

Thank you.

Best regards,

Romi

Good evening Romi,

Each deposit is made every 2 days. It's going very well so far. You've helped me a lot. Stay well.

Thank you.

Best regards,

Alexandra

Καλησπέρα Ρομι ,

γίνεται η κάθε κατάθεση ανά 2 μέρες . Πάει πολύ καλά μέχρι στιγμής . Με βοηθήσατε πάρα πολύ . Να στε καλά .

Σας ευχαριστώ.

Με εκτίμηση ,

Αλεξανδρα

Dear Alex-94,

I am glad that it is going this well.

We'll wait for the rest of the money to hit your bank account and then close the complaint.

Please let us know when.

Thank you very much for your cooperation.

Best regards,

Romi

Dear Alex-94,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The withdrawal of the entire amount has been completed. Thank you very much to all of you for your help!

ΕΧΕΙ ολόκληρωθει η ανάληψη όλου του ποσού . Σας ευχαριστώ πάρα πολύ όλους σας για την βοήθεια σας !

Thank you, Alex-94, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru